Technical Consultant

Role Overview:

As a Technical Consultant in the Skyhigh Customer Value team, you will play a critical role in ensuring customers maximize the value of our solutions. You will guide customers through their product adoption journey, ensuring seamless deployment, integration, and continuous optimization. This role will develop deep relationships with our largest customers and complete the technical onboarding process for our smaller customers. By leveraging your technical expertise and customer-centric approach, you will drive operational success, best-practice adoption, and long-term customer satisfaction.

A little about the role:

As a Technical Consultant in the Skyhigh Customer Value team, you will play a critical role in ensuring customers maximize the value of our solutions. You will guide customers through their product adoption journey, ensuring seamless deployment, integration, and continuous optimization. This role will develop deep relationships with our largest customers and complete the technical onboarding process for our smaller customers. By leveraging your technical expertise and customer-centric approach, you will drive operational success, best-practice adoption, and long-term customer satisfaction.

In this role:

Technical Consultants directly guide our customers throughout their product adoption journey, ensuring they achieve their security and network transformation goals.

• Deployment and Execution
• Implement SWG, CASB, ZTNA, DLP, and other SSE security solutions based on the Solution Architect’s design.
• Configure security policies, user access controls, and enterprise integrations.
• Perform policy migration and optimization to ensure compliance and best practices.
• Conduct pilot testing, UAT, and final production rollout.
• Deliver technical training and enablement to customer teams to effectively manage the product.

• Customer Engagement & Support
• Provide ongoing technical guidance and troubleshooting support for complex issues.
• Lead best practice workshops and enablement sessions to upskill customer teams.
• Provide continuous education and coaching to customers on existing and new features to ensure they maximize the value of the solution.
• Provide context and help to the Support team to ensure that service requests are addressed and effectively communicated to the customer.
• Manage and escalate customer concerns internally when necessary.

• Customer Adoption & Expansion
• Act as the technical point of contact post-deployment, ensuring customers fully adopt, optimize, and expand their SSE solution.
• Monitor solution performance, adoption and provide proactive recommendations to improve efficiency, security, and compliance.
• Participate in business reviews and conduct technical health checks to track progress and address gaps.
• Identify opportunities for expansion by assessing additional use cases, security needs, and feature adoption.
• Assist with change management and internal advocacy within customer teams to drive long-term adoption.
• Collaborate with Customer Success Manager, Sales, and Product teams to align solutions with customer objectives.

• Documentation, Knowledge Sharing and Continuous Improvement
• Document deployment procedures, configuration settings, and optimization strategies.
• Contribute to the internal knowledge base for Professional Services and TAM best practices.
• Mentor and coach other Technical Consultants and Technical Account Managers to enhance team expertise.
• Contribute to internal knowledge-sharing initiatives, training programs, and best practice discussions.
• Provide feedback on customer pain points and feature requests to Product and Engineering teams.
• Stay up to date with industry security trends, emerging threats, and SSE product advancements.

General Background and Experience required for a Technical Consultant:

• 5+ years of experience in a customer-facing technical role (Technical Consultant, Solution Architect, Technical Account Manager, Sales Engineer, or similar).
• Strong background in network security, cloud security, and SSE/SASE solutions.
• Experience with firewalls, proxies, CASB, DLP, Zero Trust Network Access (ZTNA), and SWG (Secure Web Gateway).
• Proficiency in network protocols, authentication mechanisms, and security frameworks.
• Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Strong troubleshooting and problem-solving skills with a customer-first mindset.
• Excellent communication and presentation skills, with the ability to translate technical concepts for various audiences.
• Experience coaching and training customers to use technical products effectively.
• Ability to manage multiple accounts while prioritizing key customer needs.

It would be great if you also have the following, but they are not required:

• Industry certifications such as CCNA Security, Comptia security+, AWS/Azure Security, CCSK/CCSP or CISSP.
• Experience working with large enterprise customers and managing multi-region deployments.
• Experience working with PSA tools (Open Air, Financial Force etc.).

Company Benefits and Perks:

We believe that the best solutions are developed by teams who embrace each other's unique experiences, skills, and abilities. We work hard to create a dynamic workforce where we encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.